Join our NIS2 webinar & prepare for NIS2 compliance legislation – Save your seat 🍿

TRY NOW

Contact Support

ℹ️ Please whitelist the lansweeper.com domain to ensure a fast resolution time for your technical support case.

If you are having technical issues with Lansweeper and can’t find a solution in our online resources, you can reach out to our technical support team by creating a case in the support portal. Please make sure to include all relevant information (specified in the FAQ below). The more accurate and complete information we receive, the faster a solution can be provided to you.

What steps can I take to resolve an issue before contacting technical support?

Lansweeper is updated regularly to allow our users to enjoy new features & bug fixes based on our community’s valuable feedback.
Therefore, before contacting Technical Support, we recommend taking the following steps:

  • Update Lansweeper to the latest version by following the steps in this guide.
  • Consult our extensive knowledge base, which covers how-to guides on all Lansweeper features and troubleshooting guides for common issues.
    Our knowledge base is available to you 24/7.
  • Review our Lansweeper Community, where you can find the answers to commonly asked questions or even ask questions yourself.
  • Visit the Lansweeper training guides to learn how to unlock Lansweeper’s full potential.
  • Check our changelog to see all the additions, changes, and fixes implemented in the Lansweeper software.
  • How do I update my Lansweeper installation? +

    You can update Lansweeper to the latest version by following the steps in this guide. You can also find the latest Lansweeper installer right here.

  • I have a non-technical question or a question about my license. +

    If you require support regarding licensing issues or non-technical post-sales questions, please contact our Sales team.

  • How do I contact technical support? +

    You can contact our technical support team by creating a case in the support portal on the Lansweeper community. Make sure to use an account with a business email address so your case can easily be connected to the correct license information. To keep communication clear, we request that you create a separate case for each issue. 

    If you are not yet registered in the community, follow these steps to register and log in. If you are already a Lansweeper Cloud Customer, you can simply log in with your Lansweeper Cloud account.

  • What information should I include in my technical support case? +

    When creating a case for technical support, please provide the following information to ensure your case can be dealt with appropriately. The more accurate and complete information we receive, the faster a solution can be provided to you.

    In the subject line:

    • A brief description of the problem needing technical support

    In the description:

    • If you have purchased Lansweeper through one of our partners, please provide your partner’s business name, contact name, and business email address.

    • A detailed description of the issue with any troubleshooting steps taken, including

    • Screenshots or short recordings of the issue help our team to better understand your issue faster.

    • Steps to reproduce the issue with all necessary information to allow the fastest possible resolution

    Attachments:

    • Server log files. You can easily gather these using the GatherLogs tool that is included in Lansweeper version 10.3 and higher.

  • Who is entitled to technical support? +

    All users with an active paid license or an active trial license are entitled to receive support from our technical support team. If you do not have an active paid license or trial, you can still access the knowledge base, community, and training guides to solve your issue.

  • What are Lansweeper’s support hours? +

    We provide technical support services Monday through Friday, from 09:00 AM till 09:00 PM, Central European Time (CET), including during public holidays (worldwide), except for Christmas- and New Year’s Day. Central European Summer Time (CEST) will be used during spring and summer.

Service Level Objectives

Lansweeper shall employ reasonable efforts to meet the below initial response times depending on your subscription plan.

Starter Support Pro Support Enterprise Support

Self-help Resources

Community Support

In-app Tutorials

Initial Response Time for Severity 1 (High)

Within 12 Support Hours

Within 8 Support Hours

Within 4 Support Hours

Initial Response Time for Severity 2 (Medium) & 3 (Low)

Within 48 Support Hours

Within 24 Support Hours

Within 12 Support Hours

Schedule Support Call for Severity 1 (High)

Support Team

Blended Support Team

Blended Support Team

Senior Support Team

Support Hours

Monday – Friday from 09:00 – 21:00 CET

Starter Support Pro Support Enterprise Support

Self-help Resources

Community Support

In-app Tutorials

Initial Response Time for Severity 1 (High)

Within 12 Support Hours

Within 8 Support Hours

Within 4 Support Hours

Initial Response Time for Severity 2 (Medium) & 3 (Low)

Within 48 Support Hours

Within 24 Support Hours

Within 12 Support Hours

Schedule Support Call for Severity 1 (High)

Support Team

Blended Support Team

Blended Support Team

Senior Support Team

Support Hours

Monday – Friday from 09:00 – 21:00 CET

Issue Classification

Lansweeper support will determine the severity level of each technical support request. By way of example, please refer to the table below. For any further questions, please consult our detailed Terms of Use.

Description Examples

Severity 1 (High)

The product application is down or a major part of the application is not functioning.

  • A customer-facing service, like Lansweeper Cloud or the LsAgent Relay Server, is down for all customers.
    Confidentiality or privacy is breached.
  • An on-prem Lansweeper installation is down for all local users.
  • Core functionality is significantly impacted (e.g. all scanning stopped, helpdesk is down), no workaround is available.
  • A customer-facing service, like Lansweeper Cloud or the LsAgent Relay Server, is down for a subset of customers.

Severity 2 (Medium)

A malfunction in the product application which degrades the application performance or functionality, affecting your usage of the application.

  • Request for assistance with configuration issues for an on-prem Lansweeper installation.
  • Request for assistance with scanning issues encountered in an on-prem Lansweeper installation.
  • Core functionality is significantly impacted (e.g. scanning, helpdesk), but a workaround is available.
  • Performance issues.

Severity 3 (Low)

Issues or questions with no or limited impact on the functioning of the product application.

  • Feature request to add or improve Lansweeper functionality.
  • Request for a custom, sample report.
Description Examples

Severity 1 (High)

The product application is down or a major part of the application is not functioning.

  • A customer-facing service, like Lansweeper Cloud or the LsAgent Relay Server, is down for all customers.
    Confidentiality or privacy is breached.
  • An on-prem Lansweeper installation is down for all local users.
  • Core functionality is significantly impacted (e.g. all scanning stopped, helpdesk is down), no workaround is available.
  • A customer-facing service, like Lansweeper Cloud or the LsAgent Relay Server, is down for a subset of customers.

Severity 2 (Medium)

A malfunction in the product application which degrades the application performance or functionality, affecting your usage of the application.

  • Request for assistance with configuration issues for an on-prem Lansweeper installation.
  • Request for assistance with scanning issues encountered in an on-prem Lansweeper installation.
  • Core functionality is significantly impacted (e.g. scanning, helpdesk), but a workaround is available.
  • Performance issues.

Severity 3 (Low)

Issues or questions with no or limited impact on the functioning of the product application.

  • Feature request to add or improve Lansweeper functionality.
  • Request for a custom, sample report.